Content Moderator, Trust and Safety

BOLDR PH, INC.; Philippines; On-site; PHP 500,000 - 800,000; Full time

Job summary

Boldr is hiring a Senior Content Specialist in the Philippines to review flagged content, apply policy, and own customer conversations on appeals. This Trust & Safety role demands independent judgment, precise written communication, and comfort handling sensitive cases with autonomy.

You will manage the moderation queue, justify decisions, escalate when needed, and help refine response templates. Exposure to disturbing material is part of the job, and you’ll collaborate with teams to uphold

Qualifications

• Formal grounding in content moderation through certification, structured training, or equivalent hands-on experience.
• 3–4+ years of related work experience in trust & safety, compliance, or risk-adjacent areas.
• Ability to make and defend enforcement decisions independently and escalate when needed.
• Willingness to revise decisions in writing when new information arises.
• Strong written English and familiarity with case-management tools.

Responsibilities

• Review flagged content and verify against policy with attention to context and automation cues.
• Decide scope of action from single-item removals to account/workspace suspensions, documenting audit trails.
• Own customer conversations end-to-end during appeals, including denials and final-decision notices.
• Process refunds or related account actions where policy windows apply.
• Maintain a full decision log and mark false positives to reduce repeats.
• Triage high-severity cases and escalate when thresholds for reporting are met.
• Identify coordinated abuse patterns and distinguish from legitimate activity.
• Handle data export and account-recovery requests with clear reasoning.
• Diagnose non-abuse issues and route to appropriate teams with supporting details.
• Suggest improvements to templates, patterns, and policy gaps.

Skills

Curious

Analytical thinker

Calm under pressure

Written English

Case-management tools

Education

Certification/training in moderation

Tools

Ticketing systems

Internal admin tools

Spreadsheets

Job description

A LITTLE BIT ABOUT Boldr

• Boldr is the first global B-Corp dedicated to delivering world-class Client experiences while creating access to dignified, meaningful work in communities around the world.
• We are a global team, united by our desire to connect diverse people with common values for boldr impact.

LET’S START WITH OUR VALUES

• Meaningful connections start with AUTHENTICITY
• We do our best work by being CURIOUS
• We grow by remaining DYNAMIC
• Our success combines AMBITIOUS VISION with OPERATIONAL EXCELLENCE
• At the heart of great partnerships we’ll always find EMPATHY

WHAT IS YOUR ROLE

The Senior Content Specialist is the experienced professional responsible for reviewing flagged and reported content, making final enforcement decisions within an established policy framework, and owning the customer conversation when those decisions are appealed. Automated systems catch a large share of policy violations, but this role exists to catch what the system gets wrong, and to hold the line where it's right. This is a journey-level Trust & Safety position requiring independent judgment, sound written communication, and comfort operating with real autonomy on complex, sensitive cases.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate in helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic and Authentic.

WHAT WILL YOU DO

• Work the content moderation queue: review flagged content against the actual material rather than relying solely on automated summaries, verify claims, and factor in the distinct weight of automated flags vs. multiple human reports
• Decide and act at the appropriate scope, from removing a single item to disabling a full account or workspace, using the standard reason taxonomy and maintaining a clear audit trail for every decision
• Own the customer conversation end to end: take handoffs from front-line support, evaluate appeals against what's actually on record, and write responses yourself, including denials and final-decision notices that cite the specific policy section, without disclosing investigative detail
• Process refunds or related account actions where policy windows apply
• Maintain a full decision log with supporting reasoning, and mark confirmed false positives so recurring issues stop re-flagging
• Triage sensitive and high-severity content categories using organizational guidelines, escalating genuinely ambiguous cases and immediately escalating anything meeting the threshold for mandatory reporting
• Recognize coordinated abuse patterns across multiple accounts, distinguishing genuine bad-actor networks from legitimate accounts affected by report-bombing
• Handle data export and account recovery requests, denying them cleanly when policy requires
• Diagnose non-abuse issues that surface in the queue (system false positives, technical breakage) and route them to the right team with supporting detail already gathered
• Improve the system, not just the queue: refine customer-facing response templates, surface false-positive patterns, and flag policy gaps to your manager
• Exposure to disturbing material is part of the job, including content flagged for explicit, graphic, hateful, or exploitative content
• The most difficult content is often the content that gets appealed; you may review the same case more than once, weighing a customer's argument against the original decision
• Sustainable pacing and support matter: this role requires the ability to flag when a case is affecting you and a manager who treats that as normal
• Decisions are asymmetric in consequence: an incorrect removal costs a legitimate customer their work, while an incorrect restoration can put real harm back on a live platform
• Some content and context will be intentionally restricted from your view, requiring patience and a habit of escalating in batches

Requirements

WHAT WE’LL LIKE ABOUT YOU

YOU ARE…

• Curious and authentic, just like us! #beboldr
• An analytical and critical thinker, comfortable making high-stakes judgment calls independently
• Calm under pressure, including with hostile or upset customers
• Investigative by instinct: you notice when something doesn't add up

YOU HAVE…

• Formal grounding in content moderation, trust & safety, or a related compliance/enforcement discipline, through certification, a structured training program, or documented equivalent hands-on experience
• 3 to 4+ years of related work experience with general knowledge within a trust & safety, compliance, or risk-adjacent functional area
• Demonstrated ability to make and defend enforcement decisions independently, while knowing precisely which cases require escalation
• Willingness to reverse a prior decision in writing when new information changes the picture, without ego about the original call
• Strong written English: your responses reach customers unedited
• Comfort with case-management and reporting tools (e.g., ticketing systems, internal admin tools, spreadsheets)